Service Level Agreement

1. When this SLA applies

This page describes our support approach. It is not, by itself, a promise of uptime, a support subscription or a service contract. A service level applies only when a signed statement of work, support plan or other written agreement between Fancier Technologies LLP (“Fancier Technologies”, “we”, “us”) and the customer expressly incorporates it.

The project agreement will identify the covered product or service, support period, service hours, communication channel, response and restoration targets, and any remedies. If that agreement differs from this page, the agreement controls. The informational website and the VCTR AI Tokens project in development are not covered services unless a written agreement expressly says otherwise.

2. Support coverage

Support coverage is agreed for each engagement and may differ by project or plan. The agreement should specify:

• which software, environments and versions are covered;
• the days and hours when support is available, including the applicable time zone and holidays;
• how to report an incident and which contact channel to use;
• the initial response and any update, workaround or restoration targets; and
• any planned maintenance windows, service credits or other remedies.

Unless stated in the agreement, development work, feature requests, consulting, onboarding, training, and support for systems outside our control are not included as incident support.

3. Incident priorities

When an agreement uses priority levels, we assess an incident based on its actual impact and urgency. The customer should include the affected service, time observed, business impact, steps to reproduce, and relevant error messages, while avoiding passwords or secrets.

• Priority 1 — Critical: a confirmed production outage or severe failure affecting the core service for most users, with no reasonable workaround.
• Priority 2 — High: a serious impairment to an important function or a material group of users, where a workaround may exist but business impact remains significant.
• Priority 3 — Normal: a limited issue, degraded non-critical function, or problem with a practical workaround.
• Priority 4 — Request: general questions, minor defects, documentation matters, or requests for enhancements and new functionality.

We may ask for more information or adjust a priority when investigation clarifies the impact. Priority definitions and corresponding response targets in a signed agreement take precedence.

4. Response and resolution

A response target is the time to acknowledge a properly submitted support request and begin assessment. It is not a guarantee that the issue will be fixed within that time. Resolution depends on the cause, severity, access to the affected environment, customer cooperation, and any third-party dependencies.

We will use commercially reasonable efforts to investigate covered incidents, share material updates through the agreed channel, and work toward a workaround or restoration. Any firm response, update, recovery-time or availability commitment must be set out in the applicable written agreement.

5. Reporting and escalation

Report a covered incident using the support address or service desk named in your agreement. Include “Incident” in the subject, the affected service, an impact summary, when the issue began, and a contact who can help us investigate. Do not send credentials, private keys or other secrets by email.

If an incident is not receiving attention in line with the agreed priority or support window, escalate using the contact or escalation path listed in the agreement. For general enquiries, write to connect@fanciertechnologies.com.

6. Dependencies and exclusions

Service levels may not apply to the extent an incident is caused by circumstances outside our reasonable control, including internet or cloud-provider failures, third-party software or APIs, public blockchain networks, customer infrastructure or configuration, unsupported versions, misuse, unauthorised changes, or a force majeure event. We will explain known dependencies and, where practical, help identify a workaround or the appropriate provider.

Security incidents and suspected data exposure should be reported promptly through the contacts in the applicable project agreement. Any response or notification obligations are governed by that agreement and applicable law.

7. Maintenance and changes

Planned maintenance, deployments and service changes will be handled as specified in the project agreement. Where advance notice is practical and required by that agreement, we will provide it through the agreed channel. Emergency changes may be needed to protect security, stability or legal compliance.

8. Service levels and remedies

Availability is measured only where a written agreement defines the covered service, measurement method, measurement period and exclusions. Any service credit or other remedy is available only if expressly included in that agreement, which will also explain how to request it and any applicable limits.

For custom support coverage or a service-level proposal, contact connect@fanciertechnologies.com. Legal correspondence may be sent to legal@fanciertechnologies.com.

9. Updates

We may update this page as our support practices evolve. The version published here is informational; it does not change an existing project agreement. Changes to an agreed service level must be made in writing by the parties.